The perennial question in logistics and distribution is fi nding effective and effi cient ways for distributing products to customers. Bartels ( 1988 ) asserts that from the 1960s to the 1980s product distribution research transitioned from basic cost studies to investigating inter-organizational behaviors among channel members to research on distribution management strategies. The emphasis on physical products later changed to a focus on customer service and services quality (Parasuraman et al. 1988 , Zeithaml et al. 1996 ). However, in both product and service situations, earlier examinations of distribution and delivery systems assumed a physical interaction with the customer.